FREQUENTLY ASKED QUESTIONS
Quick Links to answers: GENERAL | ORDERS / PURCHASES | SHIPPING & DELIVERY | RETURNS & EXCHANGES | TECHNICAL QUESTIONS
GENERAL
1. When was Braun Büffel established?
Our illustrious history dated back over a hundred years ago to 1887 when our leather making tradition began in a German town called Kirn.
2. Are the products sold at Braun Buffel.com genuine Braun Büffel products?
At Braun Büffel, we have an uncompromising commitment to provide you with the highest quality products. When you buy from our official online store, you will receive genuine leather accessories from the brand house, a sterling example of our reputation in dependability and reliability.
3. Where else can I buy Braun Büffel leather accessories?
In Asia Pacific, you can find us in Australia, Indonesia, Malaysia, Philippines, Singapore, Taiwan, Vietnam and Hong Kong. Visit the Braun Büffel website for exact store locations.
For the rest of the world, you may shop online at BraunBuffel.com
4. I need to repair a Braun Büffel leather product. Where should I go?
Our e-Customer Care Personnel are always ready to help.
You can reach us via email at [email protected].
Kindly note that repair enquiries are for e-Shop purchases only.
In your email, kindly indicate the product together with a photograph of the item.
5. What forms of online payment do you accept?
We accept a variety of online payment modes:
• Credit Card (Visa or MasterCard)
• Debit Card
• Online Banking
• Online Payment Portal/ 2c2p/stripe
6. Is it safe to use my credit card to make my online purchases?
All online transactions are processed using payment gateways. This secure online payment gateway encrypts your banking details and provides a secure host environment for transactions to take place.
7. I noticed the colours of items shown on my computer screen differ slightly from the actual products. Why is this so?
As different computer screens are calibrated differently, it is natural to see some variance in colours. To ensure that you would be satisfied with your purchases, our technical team will continue to make adjustments so that colours displayed across different brands of screens resemble as closely as possible to the original items.
8. A few hours ago I contacted your online store via email. Why haven’t I received a reply?
Our e-Customer Care Personnel endeavor to respond to your query within 24 hours.
ORDERS / PURCHASES
1. Do I need to create an account before placing an order online?
To serve you better each time you visit our online store, we require you to create an account with us.
With an account, you'll be able to enjoy the following benefits
• Track your orders and review past purchases
• Request a return or exchange directly from your account
• Add sold out items and products you love to your Wish List
• Save your address and card details so you can shop even quicker next time
Kindly refer to Question 2 below for instructions.
2. How do I create a BraunBuffel.com account?
Simply click on the Sign Up button at the top right corner of your screen to create an account and begin your shopping experience.
3. I have forgotten my password. What should I do?
At the Login page, click on the link labeled Forgot Your Password? We will promptly email you your password. Additionally, our e-Customer Care Personnel are always ready to help. Kindly write to us at [email protected] and explain any issue that you may encounter.
4. After creating an account, will I receive updates automatically when there are new arrivals or ongoing sales and promotions at BraunBuffel.com?
With an online account with us, you will be among the first to know about the latest happenings at our online store. Please look out for our regular email updates to ensure that you don’t miss out on our specials or new creations, privileges and latest collection from us.
5. What if an item I like is currently out of stock?
If the product that you are keen on has ran out of stock, do email us at [email protected] and we will notify you as soon as the item is available again.
6. Can I add items into an existing order?
You may continue to shop and add as many items as you wish to your existing order, as long as you have not proceeded to Checkout and made payment. However, we are unable to combine orders or add pieces to an existing order once it has been placed.
7. How do I cancel an order?
We are unable to cancel, combine or add pieces to an order once it has been placed. To avoid this predicament, we encourage you to spend as much time as you want shopping and deciding and checking the order before proceeding to Checkout to make payment.
If you need to make any amendments, please email us at [email protected] for assistance.
8. Customs or import duties.
All orders are shipped from Malaysia. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
SHIPPING & DELIVERY
1. Which countries do you ship to currently?
BraunBuffel.com ships to Singapore, Malaysia, Hong Kong, Japan, South Korea, Australia, New Zealand, Brunei, USA and Canada. More countries and locations will be included in the near future.
2. How much would be the shipping cost?
| COUNTRY | NORMAL DELIVERY | FREE DELIVERY with purchase of |
| Singapore | Free Delivery | All Orders |
| Malaysia (West &East) | Free Delivery | All Orders |
| Malaysia (EDS) | 50 RM | Only Klang Valley |
| Brunei | Free Delivery | All Orders |
| Hong Kong | Free Delivery | All Orders |
| Japan | Free Delivery | All Orders |
| South Korea | Free Delivery | All Orders |
| USA | Free Delivery | All Orders |
| Canada | Free Delivery | All Orders |
| Australia | Free Delivery | All Orders |
| New Zealand | Free Delivery | All Orders |
**Note: Purchase based on Nett Spend and Shipping rates are accurate as of May 2023.
*Click here to learn more for Malaysia Expedited Delivery Service (EDS)
3. How many days do deliveries usually take?
| COUNTRY | DELIVERY LEAD TIME |
| Singapore | 2 - 5 Business Days |
| Malaysia | 3 - 5 Business Days |
| Brunei | 5 - 7 Business Days |
| Hong Kong | 5 - 7 Business Days |
| Japan | 5 - 7 Business Days |
| South Korea | 5 - 7 Business Days |
| USA | 5 - 7 Business Days |
| Canada | 5 - 7 Business Days |
| Australia | 5 - 7 Business Days |
| New Zealand | 5 - 7 Business Days |
4. Could you deliver my orders on weekends or on Public Holidays?
We regret that our courier partner company does not make deliveries on Saturday, Sundays or on Public Holidays. You may like to arrange to have your purchase delivered during 9am to 6pm, Monday to Friday.
5. Do you ship to postal box addresses?
We regret that our courier partner company does not deliver orders to postal box addresses.
6. How will I know if you have received my order?
Upon receiving your order, we will send you an acknowledgement note via email. Should there be any unforeseen reason and we are unable to fulfill your order, you will be notified immediately, and the payment for your items will not be processed.
7. How do I keep tab on the shipment of my items?
You will find a tracking code in the Order Confirmation email that we send to you. Simply click on the tracking code to check the status of your shipment and assess how soon before it reaches the delivery destination. Kindly note that tracking data may take up to 24 hours to be updated.
8. Could I change my delivery address after my order has been dispatched?
As our online store is set up to process your orders quickly and efficiently, we regret that we are not able to change the delivery address after the order leaves our premises. Kindly decide on a suitable address when you are completing your order.
9. What should I do if I notice an error in my personal details after Checkout?
Please kindly contact our e-Customer Care Personnel at [email protected] to assist you. Please advise us your order number and a simple explanation to describe the error. While we cannot guarantee that we can rectify the issue in time, you can have our assurance that we will do our utmostto ensure your shopping experience remains a pleasant one.
10. My order includes multiple items but only one of them arrived. What should I do?
Your items will arrive in separate parcels if you had placed orders separately. But if they were part of a single order, please let our e-Customer Care Personnel look into the unusual occurrence by writing to us at [email protected].
RETURNS & EXCHANGES
1. What is your return policy?
You may wish to return and exchange your purchase within 30 days of receipt (local and international orders). There will be no cash refund but instead a Product Replacement or Online Credits can be utilized in your next purchase. We seek your cooperation to ensure that the returned item is new and in unused and unworn condition, with the original packaging intact. All return and exchange are processed centrally at our head office, and will not be accepted at our retail outlets. It must be accompanied by an email notification.
*Sale merchandise are not eligible for refund and exchange.
2. What should I do if I received a faulty or incorrect item?
Kindly email us at [email protected] along with a picture of the faulty item, a description and your order number. A one-for-one exchange will be arranged. If the item is not in stock, we will reimburse you in the form of Online Credits to be used on your next purchase.
In the unexpected event that you received an item that does not match the one you ordered, please inform us at [email protected] and provide us with your order number. Our e-Customer Care Personnel will make the necessary arrangements to rectify the unfortunate error.
3. Will Online Credits expire after a certain time?
Online Credit given to you will expire 90 days after the date of issuance. Visit our BraunBuffel.com and start shopping with the Online Credits.
4. Can I return an item at a Braun Büffel boutique or a Braun Büffel counter?
We regret that returns and exchange are processed centrally at our head office, and will not be accepted at our retail outlets.
5. Will you refund my return delivery charges?
We offer free returns for manufacturing defects. Available within Malaysia only.
6. What is a Return Authorisation Reference Number?
To help us process your returned item, we require you to obtain a Return Authorisation Number. Simply notify us via email, attach a copy of the order confirmation email and an image of the item that you plan to return. You will receive the number once your return request has been approved. We regret that returns will not be accepted for items not accompanied by an official Return Authorisation Number.
7. How will I know whether you have received my returned items?
We will notify you via email the moment we have received your returned items. So rest assured that we will keep you informed of the return process.
8. How will I receive the refund?
As soon as your returned items have been received and verified, we will credit the refund into your online shopping account. You will be able to start using them for your next purchase quickly and easily.
9. How soon can I expect to receive the refund?
We will credit the amount into your online shopping account as soon as your returned items have been received and verified. We will take about 3-5 working days to refund to you once we have received your returned items.
10. You have refunded me an incorrect amount. What should I do?
If you encounter such a situation, kindly seek assistance from our e-Customer Care Personnel. You can contact them at [email protected] to resolve the matter.
TECHNICAL QUESTIONS
1. An error page appeared on my screen. What should I do?
You may have encountered a technical glitch. Please attach a screenshot of the page and email it along with a description to [email protected].